RockAuto

No complaints , I get what I need every time and at an excellent price ....

several orders with this company. Always get in perfect condition and on time.

I am very pleased with Rock Auto. Great prices and fast shipping. Thanks

Great Place to buy auto parts, I have a very old car, and RockAuto had all the parts I have been looking for.

Rock Auto sells parts at a very good price, and has great delivery times

this is the first time the order was wrong.

Parts I ordered were never received but I still got charged $130 for shipment.

I hope you know exactly what you need and don't have to return anything to this company.

When you try to return anything do it in less then 30 days to their location and count on getting very little of your money back. They charge you for everything and will even charge you to print the freaking return label for $8.95.

This is a scam so you don't return their used [redacted]

Also it took longer then they quoted to receive the material as I recall now.

Their online catalog is full of bogus information and the parts may not have anything to do with your make and model even though they are listed under your make and model! And they are NEVER WRONG! Don't waste your time and S/H both ways!

Thumbs down.

Rock Auto is misleading its customers in regards to shipping and delivery dates. My last two orders did not deliver by the promised date. When brought to RockAuto's attention there was NO concern for the inconvience it caused me.

Filed a return for 2 Moog ball joints and 2 Moog inner tie rods. I decided to buy the parts out right and pay out of pocket for them. I ended up ordering some other parts in that same order. When it came time to get a refund I only received a refund shipping amount of .13 cents for one of the inner tie rods, and 9$ for the rest. Original shipping cost where around 18$ and only got refunded half of that. I also had to pay to ship the broken parts to them. What a great company rockauto is!! I will never do any kind of business with them again.

My order was shipped USPS instead of FedEx as I selected.
I was charged much more then I should have bean for shipping, and I won't have the part in time. They refuse to refund me the difference.

Review: I purchased a timing belt component kit for my 2002 Ford Focus back in November 2013. I had my mechanic swap out the parts last month and just 2 two weeks ago the timing belt snapped due to a defective tensioner that came with the timing belt kit. My mechanic then dismantled the engine parts to discover that the tensioner failed which caused the belt to snap. He advised that I contact the manufacturer (Airtex) for support. So I contacted them and they said they do not deal with consumers directly and told me to contact my point of purchase to initiate the claim. So I contacted Rock Auto and they were no help. I mentioned that one of the components failed causing damage to the engine and to assist me recoup at least the cost of the parts that had to be replaced. They offered only one option, for me to buy a new kit and then return the old parts to them. If I had another car to use I would have done that. I offered to them that I would send the tensioner that broke so they could send to Airtex to begin a claim process, but they chose to ignore me, and instead tell me that they have sold multiple kits and I am the only one to have an issue. As a consumer I am not satisfied with this solution, or the fact they tell me that the parts they sell are high quality when in reality I have proof that they are not in fact perfect.Desired Settlement: Because the damage was caused by a part that was part of a kit, in reality I would like wither Airtex or Rock Auto to cover the repair bill of my car as the engine head was damaged due to the failed component. If that is not feasable, I would at least like one of the two companies to at least cover the parts portion and rebuilding of the engine head costs, the rest of the bill which consists of labour costs involved for taking apart the engine, cleaning and putting it back together I will cover.

Business

Response:

We apologize that our representatives

did not offer to begin a claims process through the manufacturer on

behalf of this customer. As our Warranty

page explains, RockAuto does not offer any product warranty of our

own--we honor the warranty provided by the manufacturer of the

product. Manufacturers' warranties offer only replacement of the

defective part with another part: no cash refunds and no

reimbursement of labor costs, shipping costs or other expenses are

covered. We offered the customer a replacement of the same part, and

explained he can order a new kit, replace the defective parts from

that kit, and then return the kit for a refund. However, in rare

cases manufacturers will consider labor claims. In this case, since

this particular manufacturer does consider labor claims, our role as

a retailer is to assist the customer through the labor claim process.

Our representatives will be in contact with the customer directly to

initiate this process. The final decision will be made by the

manufacturer, and RockAuto is unable to influence this decision or

provide reimbursement should the claim be denied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I sent an item back to Rockauto, they deducted 20.30 from the 85.69 that I spent. I shipped the package and it was held up on the 15th of November in the area of its final destination. I emailed them that Monday and they say it is there but not checked in yet, then Tuesday the 18th they say FedEx has not delivered it yet, then today, the company is basically laughing at me telling me they will now put a tracer on it.

They lied to me, told me it was there, just not checked in yet, lie, after all of this, they are liars about their superb customer service.

They are simply liars and I have zero tolerance for ss lying and manipulating and not giving the service they proudly boast.Desired Settlement: I WANT A FULL REFUND OF $85.29 TO MY PAYPAL ACCOUNT IMMEDIATELY.

AN APOLOGY FROM [redacted] FOR LYING ABOUT GREAT CUSTOMER SERVICE ONLY TO HAVE THE EXACT OPPOSITE HAPPEN.

Business

Response:

Our

policies

page

explains the parts we sell are returnable for part cost credit within

30 days. This customer purchased a part for $64.99 that cost $20.30

to ship. He received the part he ordered. When he set up his return

online he chose to purchase a return label for $20.30. We explained

during the online return process that we would deduct this cost from

his refund. FedEx tracking was unclear about showing delivery, but we

located the return and the customer's PayPal account was refunded for

the part cost minus the cost of his return label as promised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me ALTHOUGH, ROCKAUTO had the part in their warehouse the whole time. Customer service are liars and can not make a simple phone call to their warehouse to see that the part WAS THERE, the whole time. $85.00 PART, I PAY FOR SHIP LABEL -20.39 AND WIND UP GETTING 45.00 BACK. TRUE THIEVES here in my book.THEY WOULD HAVE STOLEN from me had I not raised a complaint. Thieves they are in my book, maggots for customer service.

Regards,

Review: I purchased 4 Dorman wheel center caps, part#[redacted], order #[redacted], on Dec. 7, 2014. We received them on Dec. 13th and my boyfriend, [redacted], installed them on his truck. When my boyfriend returned from an errand, he noticed two of the wheel caps had fallen off somewhere. He went out looking for them, but to no avail. I called [redacted] in customer service this morning, 12/15/14, and was told they cannot refund my money for parts I cannot return. I understand this is an unusual situation, but I cannot return the obviously defective parts that fell off the truck, as we cannot find them. I asked for some consideration and leniency in refunding my money, but they said no, they have to strictly go by their policies. How can I return the 2 defective wheel center caps if I don't have them? I want Rock Auto to refund the full amount I paid ($82.41) upon their receipt of the two I can physically return. I am not trying to steal two of their defective wheel caps. We needed four, not two. This is an example of where a company has the choice to either do the right thing and refund my $82.41, and keep me as a customer, or not.Desired Settlement: Included in description of problem statement above.

Business

Response:

We apologize for initially denying credit for the two wheel center

caps that could not be returned. Our typical refund procedure would

require a return for refund, but after further review we understand

that this is an exceptional circumstance. The customer has been

refunded for the full cost of the order, $82.41, as requested.

Review: ALL SENIORS BEWARE THAT; ROCK AUTO SCREWS THEM! I HAVE ASKED FOR A RETURN[MY ENTIRE ORDER] TO MY ACCOUNT -ORDER -# [redacted]-THATS WHAT IS NEEDED--A- FULL REIMBURSEMENT- BECAUSE THEY TOOK MY MONEY IST -THEN SAW THAT THEY DIDN'T HAVE ITEMS THAT I LISTED; FURTHER - RETURNS ARE THEIR NEMESIS - THEY ARE LIARS - I BOUGHT FROM THEM BEFORE THEY WERE TOLD BY A MANUFACTURER[NGK]; THAT THEY HAD LISTED THE WRONG GOODS--THEN SOLD THEM TO ME; STILL THEY SHIPPED EM ANYWAY- THUS - BUYER MUST RETURN [THEIR MISTAKE] AWAIT THEIR VERDICT- WELL THIS TIME THE DEAL IS THE LAST ONE FOR ME;----------- ALL SENIORS SHOULD BE AWARE THAT ROCK AUTO LIES!!!!!!!!Desired Settlement: REFUND; THE ENTIRE ORDER #[redacted] AT ONCE -TO MY ACCOUNT -NUMBER USED-----ALSO;REMEMBER THIS THAT LIES------ DO CATCH UP TO THOSE WHO TAKE MONEY IST AND CHECK TO SEE IF THEY HAVE THE GOODS SECOND--AND THIRD TO SEE IF THATS WHAT WAS ASKED FOR! WERE DONE!

Business

Response:

We are sorry this customer feels like RockAuto has taken advantage of his business. On order [redacted], we notified him via email twice that the timing belt he ordered was out of stock, but we had other options that would fit his car. He responded with an email, indicating he wished to return spark plugs. The spark plugs he references that he wishes to return are from order [redacted], placed August 7, 2012. Given that he did not choose an alternate part on his most recent order, we canceled the out-of-stock timing belt from his order and did not charge his MasterCard for it.

Regarding the spark plugs from order [redacted], we determined with the manufacturer that they were correct for the 2008 Mazda Tribute for which he ordered them. It was unclear why they would not fit his vehicle, but we determined with the manufacturer it was possible this customer had an altered engine or car. We set up a return for him in August 2012 and emailed him the return instructions. Our return instructions included a free, prepaid FedEx shipping label, so he was not responsible for return shipping. The customer never returned the parts and did not bring up the return again until August 2013. We are unable to accept these for return more than one year past the order date, 11 months outside of our 30-day return policy.

Consumer

Response:

Review: I ordered part on Tuesday the 18th wanting the parts by Friday to fix car on weekend. I paid extra shipping and received the parts a day early. Parts were boxed incorrectly and 3 parts were missing from package. When asked to have the product shipped overnight Rock-auto said they could not do that. That agreed to next business day but could not guarantee they would ship out on time to get them by Friday. Parts shipped out late and may not even be shipped until Monday and could possibly receive them maybe by Tuesday. Very upset b/c I had to change plans for this weekend and get everything all screwed up with other plans.Desired Settlement: I would like to have my cash refunded of $178.58.

Business

Response:

We

are very sorry this customer received a damaged timing belt component

kit. Given the evidence, it appears the timing belt component kit was

damaged in transit, causing some of the parts in the kit to be lost.

We filed a claim with FedEx Express, since the customer chose Next

Business Day Express shipping and we can try to recoup those costs

through a claim.

We

set up a re-shipment for him of a new timing belt component kit

immediately, rather than waiting to hear from FedEx on the status of

the claim. Typically, we would need to wait until the claim is

processed before re-shipping the new kit but we offered an exception

in this case, as a good faith effort, given the inconvenience the

customer had experienced. The re-shipment was set up on Thursday,

February 20, the day the customer called, but did not ship until the

next day, Friday, February 21, because the customer contacted us in

the late afternoon on Thursday to let us know about the problem,

after FedEx Express had stopped picking up from our warehouse for the

day.

His

re-shipment shipped on Friday, February 21 and arrived Monday,

February 24. RockAuto has FedEx Express accounts, which do not offer

Overnight shipping, so we were unable to even choose Overnight

shipping as an option for his re-shipment. At no point in his

conversations with RockAuto representatives did the customer indicate

he wished for a refund instead of a re-shipment.

We

sincerely apologize again for the inconvenience. We hope he will give

us a try again in the future, but we understand his reluctance to do

so.

Business

Response:

Again we are sorry that Mr. [redacted] received a defective kit that caused a

delay in repairing his vehicle. This type of situation is not frequent,

but does happen, and when it does we offer to either send a replacement

or accept a return for a full refund. In this case he asked us to send

him a replacement. Typically we don't send replacement parts until a

return is sent, but since we considered this a carrier damaged situation

that would be claimed with FedEx, we set up the reshipment immediately

after our first conversation with him (which was at 1:36pm central

standard time on a Thursday.) He had actually originally chosen 3 Business Day

Express as the shipping method, but at his request we agreed to ship the

replacement with Next Business Day Express at our cost. We don't

guarantee shipments set up in the afternoon can go out the same day, and

in this case the package was shipped after FedEx had picked up on

Thursday, meaning that it was picked up on Friday and delivered the

following business day, which was Monday. Dealing with auto parts, we

understand the inconvenience involved in not having the part when it is

needed. However since he opted to receive a replacement (rather than

taking a refund and perhaps finding the parts locally) and we sent it as

quickly as we possibly could by the fastest shipment that we have

available, we are not sure why he is requesting a refund now. If he has

not used the parts that we sent and wants to return them for a refund,

we could arrange that - but if he has used the parts he bought from us,

he is not entitled to a refund for them just because of the delay caused

by the initial problem.

Consumer

Response:

The company Rock Auto has not satisfied my complaint of refunding me my financial loss. due to them sending me the wrong part. I still want the full refund of the product purchase. Until they do that my complaint will never be satisfied.

Review: I purchased a fuel pump for my 97 Chevy Monte Carlo. It was a Airtex model e3941m which cost $152.79. I received the first pump and it did take me awhile to install it as I was moving at the time. The first pump did not even spin. I emailed and was told I had to purchase a second pump, and then return the first for the refund. Ok fine. I did so. I get the new pump and have it installed. This one doesn't produce enough fuel pressure to start the car. I have tried emailing the company repeatedly through multiple email address, including the first address I was responding to (one of the employees) I tried numerous times over the course of a month and have yet to receive a response. I ended up having to buy another fuel pump from a local auto parts store to get my car back up and running. I had 3 installation charges of $150 each. Not to mention the fact that I am currently sitting out $152.79 and have a SECOND failed fuel pump sitting in my garage. Now it has taken awhile and the original box is long gone.Desired Settlement: I want a refund of the purchase price of this second junk fuel pump they sold them. $152.79. I would be willing to entertain a store credit if needed, but as you can see above, I had to buy another fuel pump so I don't need a warranty pump from them. This has been going on for far too long.

Business

Response:

After

8/4/14 when we discussed the first fuel pump, we have no records of

this customer contacting us via email or phone. We list both our

email and phone contact information on our About

Us page

so we're not sure why the customer didn't try contacting us via phone

if he was not receiving email responses.

As

our Policies page

states, like other retailers of branded products, RockAuto does not

offer any product warranty of our own--we honor the warranty provided

by the manufacturer of the product. Warranties offer only replacement

of the defective part with another part, so no refund will be issued.

If the second pump has failed, he can use the return instructions

we've emailed to [email protected]

to return the part for a reshipment of the same part under the

manufacturer's warranty.

Review: On 11/08/2014 I ordered two parts from RockAuto, LLC. One was a stabilizer link, and the other was a wheel. I received the wheel about a week later, but it was the incorrect wheel, it did not fit the car. the stabilizer link, I never received. I contacted RockAuto via email on 12/26/2014 because my patience had ended. I thought that due to the holidays they had some delays. Upon emailing Rockauto and stating that I never received one part, and that the other part does not fit, they has for a ton on unnecessary items, and claimed that the stabilizer link was shipped to me. The agent [redacted] and [redacted] that I spoke to, both were very defensive, and neither wanted to provide any assistance or resolution. The rep told me that the 30 days has expired and there is nothing they can do about it. First of all, 30 days is no where near sufficent for a auto part, and second of all, I didnt raise any concerns until I gave them at least thirty days because I thought there was delays due to the holidays. All in all, I need my $83.76 refunded to me. I never received the stabilizer link, and if they want, I will gladly mail the wheel back to them.Desired Settlement: Please mail check for $83.76 to: [redacted]

Business

Response:

This

customer has a sedan. Our listing for the wheel he ordered specifies

it is for a hatchback, so he ordered the wrong part for his vehicle

and attempted installation. As our Policies

page explains,

we accept uninstalled returns within 30 days. Since he requested a

return for a partially installed part 48 days after ordering, the

return will not be accepted.

The

customer ordered November 8th.

The USPS tracking information ([redacted]) we emailed to

the customer the day of shipment confirms the stabilizer link was

delivered to the customer 3 days later on November 11th

(over 2 weeks before Thanksgiving and over a month before Christmas,

if these are the holidays the customer is referring to). We're not

sure why the customer waited a month and a half (45 days) after

tracking showed delivery to tell us that he didn't have this part.

The postal service reports delivery and the customer did not report a

problem within our stated 30 day return policy, so our

representatives explained no refund or reshipment will be issued.

Consumer

Response: